ShepHyken

FEBRUARY 25, 2024

Our customer service research sponsored by RingCentral (brand new 2024 report is now out) includes a humorous stat/finding: 79% of US consumers have called customer support and been caught in the automated menu system and repeatedly screamed, “Agent” or “Representative,” and eventually hung up out of frustration. There are ways around this!

Customer Service 60

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 60

Talkdesk

JULY 31, 2017

This conversation originally appeared in Opentalk magazine. You meet with customers all the time. Customers are switching services and switching brands rapidly. Average speed to answer and average handle time are great, but what you really want to do is avoid a second interaction.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

This conversation originally appeared in Opentalk magazine. You meet with customers all the time. Customers are switching services and switching brands rapidly. Average speed to answer and average handle time are great, but what you really want to do is avoid a second interaction.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40